Flat Pack missing components and terrible service

I purchased a Pico Two Tone Pedestal and 3 Drawer Chest of draws unit at Builders Warehouse Edenvale as I was passing the store on the 18/08/2020. Both units are flatpack units and contain all the panels, legs and hardware required to assemble the units as a complete package. I selected two boxes from the area where the items are stocked. Both boxes were sealed when I purchased them. I went straight home and offloaded the units into my son's room.

On the 29/08/2020 I opened both boxes. I discovered that the pedestal unit was missing all the hardware (*****s, cams, cam pins, dowels, and handles as well as the legs. I left the pedestal unit panels in the box and decided to take it to the closest Builders Warehouse the next day.

On 30/08/2020 after checking the Builders website for stock availability and calling the store to check if I should come through, I decided to go to the Northriding store. I did this as the website showed that the Northriding store had 5 pedestals in stock. I could only speak to the call center as when I looked for the store number, I was taken to a call center. I told the call center agent my issue and she told me she will call me back after checking with the store what I should do. I am currently still waiting for the call center agent to call back.

As said before I went to the Northriding store. At the returns area, I was told that there is no stock. When I informed them that the website shows 5 in stock, I was told there is a computer error with regards to that. A manager named Hendrietta was called who told me the same story. Her solution was that I wait for more stock to come on the 18/09/2020 and come back and swop it. When I disagreed with that solution she offered to have the unit delivered at an extra cost. I disagreed with her, stating that it is not my fault the parts are missing from a sealed box and her solutions are costing me time, money and fuel. The manager in question could not offer me another solution.

I then told her to call other stores and find out who has stock currently so that I could resolve the matter today. The manager and two staff members at enquiries checked the computer system and said Strubenvalley and Fourways had stock. I then told her to call and check in case there is another computer error as the website shows no stock available at both stores.

After waiting there, I was told that Strubensvalley had a lot of pedestals in stock. I was told go to that store, speak to Lucas, return the unit with the missing components and the store would refund me and I could then take a replacement unit.

I then drove to the Strubenvalley store after informing my wife who was dealing with a crisis at home with our 1 week old newborn baby and son who was waiting to build the unit.

Upon arrival at the Strubensvalley store's returns department, I explained my issue to the ladies there. They tried calling Lucas, who was now not available. In the meanwhile they told me I must go to the Edenvale store instead. When I told them your returns and refunds policy shown on the wall says nothing about going to a specific store they decided to call the manager. The manager, Lee, came to address my matter. He explained to me that he cannot refund the unit even though he had stock on the floor. His reasoning was that the unit is incomplete and that it must be returned to Edenvale as it is their problem. I explained that the staff at Northriding sent me to Strubensvalley assuring me that they will refund me there. He simply said, sorry I cannot do that. His final solution was that I leave the unit at his store, their driver will take it to Edenvale, get the refund voucher, inform me when it is at the store and I must come collect it. He stated that if it was only a few *****s who would help me out but with so many components missing, it has to be dealt with at Edenvale. In desperation, facing a crisis at home and tired of being pushed from pillar to post by Builders staff, I agreed to his solution grudgingly.

As it currently stands, I have no pedestal unit, no idea when this will get sorted out and I still need to go back to the store to collect a voucher and then only get a new pedestal. However, the pedestals were in stock and a straight swop could easily have been done and the admin dealt with between the two stores internally. I am having to pay with my time, money and fuel to sort out a problem created by Builders Warehouse staff at Edenvale and then hidden in store.

Is this the kind of customer service and satisfaction that Builders Warehouse and Massmart prides themselves in?